US7334017B2 - Content provider entity for communication session - Google Patents
Content provider entity for communication session Download PDFInfo
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- US7334017B2 US7334017B2 US09/977,501 US97750101A US7334017B2 US 7334017 B2 US7334017 B2 US 7334017B2 US 97750101 A US97750101 A US 97750101A US 7334017 B2 US7334017 B2 US 7334017B2
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- service
- csr
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/45—Aspects of automatic or semi-automatic exchanges related to voicemail messaging
- H04M2203/4536—Voicemail combined with text-based messaging
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42195—Arrangements for calling back a calling subscriber
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/56—Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
Abstract
Description
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- an entity manager for receiving, in respect of a particular communication session, context data about the session and channel information about the channels established for the session including the media types carried by the channels and channel connection details;
- a transport subsystem for establishing, in accordance with the channel information received by the entity manager, media channel connections to a session transport mechanism associated with said session; and
- a media subsystem providing a respective media handler of appropriate type for each media channel connection established by the transport subsystem, each media handler serving to deliver media content of its associated type from a media source to the corresponding channel connection, and the media subsystem further including a delivery controller for controlling the selection and delivery of media content through the media handlers in dependence on said context data.
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- 1. Maintain the set of session entities currently in the session, together with individual connection states to the session (as reported through the session leg controllers—see below) and the various items of data that may have been collected about the entities.
- 2. Create a session transport instance using session-
transport factory functionality 18. The session transport is preferably created in a lazy fashion, only when required. The identity (ID) of the session transport instance and address forms part of the state of the communication session. - 3. In response to requests from the associated service instance, carry out a small number of session operations in respect of session entities, the results of the operations being reported in session events. Generally, the operations involve communication with the session entity (participant) concerned to cause changes in the connection state of the entity, these changes then being reported back to the session by the leg controllers and resulting in the generation of an appropriate event to inform the associated service instance of the result of the operation. The basic session operations and their corresponding events are:
- Add identified participant to the session—this results in an invitation being passed to the identified participant system followed by the generation of an “Added” event; if the invitation is accepted (as notified to the session through the corresponding leg controller) a “Connected” event is produced whereas if the invitation is declined (again, reported through the leg controller) a “Declined”;
- Remove identified participant from the session—the identified participant is removed from the session (and session transport) and a “Removed” event generated (if the participant was the last remaining participant, then an “All Removed” event is generated instead);
- Transfer between two identified participants—the second identified participant is invited into the session and if this participant accepts to join, then the first participant is removed from the session. Successful transfer results in a “Transferred” event being generated.
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- 1. Data is sent to all channel endpoints connected to the channel, including the sender.
- 2. Data is sent to all channel endpoints connected to the channel, excluding the sender.
- 3. Data is sent to a specific channel endpoint in the channel, by specifying the channel endpoint address. No other channel endpoints connected to the channel receive that data.
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- an inviting state between when an invitation has been sent to an endpoint system to join a session and when a message is received back indicating whether the invitation has been accepted or declined and entered the established state;
- a connecting state between the acceptance of the invitation by the endpoint system and when an indication is received that the endpoint system has connected to the session transport;
- an established state between when the endpoint system connects to the session transport and either when the endpoint system disconnects from the session transport or the inviting entity sends a message to the endpoint system requesting disconnection;
- a requesting disconnection state between when the inviting party requests disconnection by the endpoint system and when disconnection is reported back;
- a final state entered after disconnection has been reported from the endpoint system or the joining process fails before reaching the established state.
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- an initial state up until when an invitation to join a session is accepted. The significance of this state may vary depending on the role of the endpoint system. Thus, where the endpoint system is the initiator of a communication service request, the initial state effectively corresponds to the period between when the request is issued and when an invitation to join a session is received back since the invitation will generally be automatically accepted by the endpoint system (note that the invitation may be either explicit or implied by the passing to the endpoint system of the information necessary to join a session). In contrast, where the endpoint system is one receiving an invitation which it did not instigate, the initial state lasts between when the invitation is received and when it is accepted by the human or automated operator of the system. In either case, the acceptance/rejection of the invitation is reported back in a leg message to the inviting system.
- a connecting state between the acceptance of the invitation by the endpoint system and when the endpoint system has connected to the session transport;
- an established state between when the endpoint system connects to the session transport and either when the endpoint system disconnects from the session transport or the inviting entity sends a message to the endpoint system requesting disconnection.
- a disconnecting state between when either the inviting party or endpoint system user requests disconnection from the session transport and when disconnection is achieved;
- a final state entered after disconnection from the session transport or upon the joining process failing before reaching the established state.
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- 1. The Service Layer represents the service logic written by application developers to intelligently conference session entities into a communication session. A
service 26 manipulates the connection state of a set ofsession entities 12 to acommunication session 11, using only the elements of the Communication Session Layer. A service uses the communication session operations to invite entities to or disconnect them from the session, and uses the communication session events to monitor changes in connection state of the session entities. Many different services can be written, each using the underlying Communications Session Layer. At the service level, each endpoint system communicates with theservice 26 via aservice interface 29 that typically takes the form of service-specific web pages running in a browser application. - 2. The Communication Session Layer offers a high-level view of the participation of
session entities 12 in acommunication session 11. Users of this layer deal only with very high-level abstractions of participation in a conference. Thecommunication session 11,communication session factory 13, andsession entity 12 are the principal elements of this layer. Thecommunication session 11 andsession entity 12 uses theleg controller 20 to invite the remote participant to join thesession transport 15. - 3. The Connection Layer represents the protocol, messages, events, state machine and operations used to invite a
participant 12/16 to asession transport 15, and subsequently manipulate the connection state of the participant to the session transport. Theleg controller 20 is the principal element in the connection layer. Connect and disconnect procedures offered by the connection layer are independent of the implementation mechanisms used for the transport layer. The connection layer elements use the operations, and consume the events offered in the transport layer. The events generated by the connection layer are used by the communication session layer to update the state ofsession entities 12 and thecommunication session 11. - 4. The Transport Layer represents the elements involved the exchange of application data between session participants. The
session transport 15 is instantiated by thecommunication session 11 using thesession transport factory 18.Channels 17 andchannel endpoints 22 can be instantiated by any entity with sufficient privilege. For example, both entities in the connection layer and media clients can be authorised to instantiate channels.
- 1. The Service Layer represents the service logic written by application developers to intelligently conference session entities into a communication session. A
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- One-to-one customer/CSR interactions where a customer wishes to interact with a CSR at a contact center;
- “Shop with friends” where several people wish to conduct coordinated browsing; and
- “Page is Place” where concurrent visitors to the same web page can communicate.
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- Text Chat. Each member of a session can type lines of text into a chat GUI at any time. These are sent to other session members in real time (which in practice may mean a delay of up to a few seconds) via a text media channel and displayed in a chat window, interleaved with the name of the person sending the text.
- Page Push. The page corresponding to a WWW URL is displayed in a reserved browser window of each session member. A media channel is used to convey URLs between participants to the session. In a “Follow-Me Tour”, clicking on a hyperlink on the page in the Page Push window results in all session members following that link in synchrony. Page Push, and its variants, is a way for session members to share WWW content.
- Callback or Dialback. A Web session member can be called-back at their telephone number. This feature is common in telephony contact centers, and a telephony contact center will have dedicated hardware for terminating and routing incoming telephone calls to CSRs. This hardware will usually have the ability to originate calls, making it possible to set up a dialback call between a CSR and a customer. The capability of adding a dialback connection to an ongoing Web interaction is an example of hybridization between existing contact centers, which are oriented around telephony, and the next generation of Internet Relationship Management centers which use Internet technology for communication with a customer.
- Deferred Callback. A customer is called back at a nominated time.
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- The first step is to select a
communication session 11 for the initiatingparty 16 to join on the basis of factors such as the service selected, the target subject and the requesting party. The selected session will be either a pre-existing session or one created for the new call; in either case, there is an associatedservice instance 26 providing the service specific behaviour associated with the selected session. This first step is carried out bysession initiation functionality 35 which creates atemporary initiation instance 37 for routing the requesting party to the appropriate session with the aid ofsession routing functionality 46. Of course, the operation of adding a party to a session is initiated by the session service instance so that, in fact, the result of the session routing step is to pass the details of the requesting party to the session service instance which then takes care of initiating addition of the party to the session. Nevertheless, it is still appropriate to refer to this routing step as a session routing step since what is of interest is the identity of the session to be joined—thus in the situation of there being more than one session associated with a service instance (as is potentially possible with complex services), the routing functionality serves to identify to which session the requesting party should be routed, the identity of the session being passed to the service instance to enable it to initiate adding the party to the right session. - The second step (which is not always needed) is to extend the participants in the
communication session 11 by selecting one or more other parties to invite to the session. 11. The second step is carried out by theservice instance 26 associated with the selected session.
- The first step is to select a
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- 1. Requesting party. This data set is used to describe the characteristics of the requesting party. Examples are the name, e-mail address, physical address, country of origin, telephone number, gender, and profession. Other attributes could relate to preferences of the requesting party, such as an interest in sport and music. An important (though not necessarily essential) attribute of the requesting party is a unique user identifier, used by the system to identify the requesting party, and used as a key to
database 39. Typically, this unique identifier is created the first time the requesting party visits the site, and identifies the requesting party for all subsequent interactions with the site (for example, it is stored on the requesting entity's system in the form of a cookie.). - 2. Communication endpoint system. This data set is used to describe the communicating
device 16 used by the requesting party, for example the media capabilities and name of the device. - 3. Target Subject. This data set is used to describe the entity the requesting party wishes to establish a communication session with. For example, the abstract entity may simply be ‘customer service representative’, with additional attributes that describe a marketing campaign such as ‘Vacuum cleaners’.
- 4. Service data. This data set is used to describe additional information required by the specific service associated with the selected called abstract entity. For the example of the ‘customer service representative’ abstract entity, described by the ‘Vacuum cleaners’ campaign, the service data could correspond to a specific product range, feature set, or price range.
- 5. Communication option. This data set describes the preferred communication mechanism of the requesting party. The requesting party may wish to communicate by Internet or non-Internet channel, or some combination of the two. Non-Internet channels could be telephone, or fax. Internet channels represent a variety of multimedia data types such as text or voice chat, collaborative web browsing, Internet voice and video telephony. Often the communication option is service-specific. For example, the requesting party may want to communicate with other individuals with similar interests, with a customer service representative, or with an automated bot. The communication option may relate to the immediate or future establishment of a communication session, depending on the service concerned; thus the communication option could comprise a desired future communication time, specified by the requesting party.
- 1. Requesting party. This data set is used to describe the characteristics of the requesting party. Examples are the name, e-mail address, physical address, country of origin, telephone number, gender, and profession. Other attributes could relate to preferences of the requesting party, such as an interest in sport and music. An important (though not necessarily essential) attribute of the requesting party is a unique user identifier, used by the system to identify the requesting party, and used as a key to
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- Referrer URI. The URI of the page that held the link to the first service-
specific web page 34 for a particular service can provide valuable information as it represents a simplification of the browsing history of the requesting party. The Referrer URL can be extracted from the HTTP header when requesting party first attempts to establish a communication session - Embedded in a
Web page 34. The Web page(s) 34 returned to requestingparty 16 and used to request the establishment of a communication session, may contain arbitrary amounts of embedded data in the form of name-value pairs. The data may be statically embedded in the page, or dynamically generated by active server technology, such as Java Server Pages (JSP), as understood by those skilled in the art. For example, a page may contain parameters that describe high-level semantics of the page, such as the product sales campaign and a specific model number This data is extracted and passed back from the requesting-party browser 29 in the request for a communication session to theweb server 33 and from there to theinitiation instance 37. The data may be visible or invisible to the requesting party, the decision is made by the web site designer. - Input by the requesting party. The requesting party may be presented with an HTML form to input information about him/herself (name, e-mail address, postal address, country, telephone number, age, gender, profession, and interests), to describe the communication option required (such as text chat, voice chat, page push, shared whiteboard, Internet voice, Internet video, and PSTN telephone call), or to select the target subject.
- Persistent data in requesting party browser. Information can be stored in the requesting-party browser 29 (i.e. in “cookies”), to describe or simply identify the requesting party, to maintain service state, or requesting party preferences.
- Persistent information held centrally. Requesting party information (such as name, address, country, telephone number, or service subscription options) can be persistently stored in the
database server 39. The requesting party identifier is used as the key to the appropriate database entries. Also of interest can be the earlier browsing history of the requesting party through the pages of an enterprise website prior to making the service request. This history is called a “wake” and is stored in a Wake Repository.
- Referrer URI. The URI of the page that held the link to the first service-
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- Hypertext Transfer Protocol (RFC1945). This is the protocol used by WWW browsers to access WWW servers for the purpose of providing the WWW service. This protocol is the lowest-common-denominator means for customers to interact with the web interaction system, and it can be transported securely across corporate firewalls. The
customer desktop system 60 uses this protocol to communicate with theenterprise web server 64 and theSMS server 67. - Java Remote Method Invocation (RMI) (see http://javasoft.sun.com) is a well known protocol used to invoke methods on remote objects in distributed systems. It is here used between the
SMS server 67 and theCSM server 69 for invoking service and session initiation operations provided by the CSM. - Java Message Service (JMS) (see http://javasoft.sun.com) is a public specification for inter-computer messages which has been widely implemented to disguise various proprietary protocols, and is a convenient way to specify and implement interactions between the
CSM 69 andTCGC server 70, as well as between the CSM and back-end servers such asdatabases call centre manager 72, andCSR desktop applications 74.
- Hypertext Transfer Protocol (RFC1945). This is the protocol used by WWW browsers to access WWW servers for the purpose of providing the WWW service. This protocol is the lowest-common-denominator means for customers to interact with the web interaction system, and it can be transported securely across corporate firewalls. The
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- [1] The
customer 60 is browsing the enterprise WWW site on server 64 (using HTTP protocol) and wants to talk to aCSR 74 about some issue. The customer finds a “help” button on the WWW page currently being viewed and clicks on it. This button is a hyperlink to a WWW page on theSession Mediation Server 67. - [2] The customer goes through various hypertext/WWW dialogues on the Session Mediation Server (SMS) 67. This involves selecting various communication options, and the customer supplies a small amount of personal information. The servlet running on the
server 67 also extracts information about the customer in the form of “cookies” and other information from the HTTP header request, as already described. - [3] The
SMS 67 condenses all the information about the customer in the form of a Java object and communicates it to a service-specific initiation instance on the CSM using the Java RMI protocol (as an alternative to passing all the required information in one go, this can be done progressively as the SMS collects information). There may be additional communication (using the JMS protocol) between the SMS/CSM andexternal database 39 containing customer information, so that the information presented to the customer can be personalised according to the past history of interactions. - [4] The initiation instance on
CSM 69 causes the creation of anempty communication session 11, with associatedservice instance 26, for the customer. Thesession instance 26 communicates (using the JMS protocol) with theTCGC server 70 to create asession transport 15. - [5] Information about the session (including session identity) and the session leg controller corresponding to the customer are then returned via the SMS to the customer along with the customer interface to the session (including leg controller functionality and the other functionality to be a member of a session) as part of an HTTP response (i.e. a WWW page containing active content such as Java or Javascript). In this way the customer loads a WWW page which contains information about the selected session transport.
- [6] The
customer system 60 joins thesession 11 by using the leg controller functionality passed to it to contact the corresponding leg controller on theCSM server 69. Because of the difficulties involved in traversing the customer's firewall, the leg messages passed between the leg controllers actually use the same transport mechanism as employed for the media channels, namely a firewall traversing protocol, such as that described in our co-pending patent application GB 9920834.0 filed Sep. 4, 1999, depicted by a chain-dashed line inFIG. 8 . Indeed, the leg messages can conveniently be passed across a channel established for this purpose between the customer end system and thesession transport 15. To this end, the media description is passed to the customer system along with the session identity via the SMS whereby the customer system can establish communication with thesession transport 15 using a firewall-crossing protocol and set up a channel to pass the leg messages as well as the required media channels for each of the media types in the session. - [7] The
service instance 26 onCSM 69 interacts with the contact center manager 72 (using JMS) to select an available CSR. - [8] The
service instance 26 causes theCSR desktop system 74 to be invited to join the session, the invitation being issued through the relevant session leg controller using the JMS protocol. This invitation contains customer information. - [9] If the CSR accepts, the
CSR desktop system 74 joins the session transport using the same protocol as the customer desktop system.
- [1] The
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- Answer—(
button 81A) Accepts the selected call and connect to the session. - Decline—(
button 81B) Refuse the selected call such that another CSR will be selected to take it. - Drop—(
button 81 C) Used when CSR has finished dealing with the customer. - Transfer to CSR—(
button 81D) Transfer the call to another specified CSR. If the receiving CSR accepts the call the desktop waits until all the receiving desktop's media clients are connected before automatically disconnecting their own for that call. - Conference to CSR—(
button 81E) Sometimes, a CSR may wish to conference in another CSR, for example one with more knowledge on a certain matter. If the receiving CSR accepts the call, then the session is extended to include that CSR's media clients. As long as there is one CSR dealing with the call, the communication session will remain open.
- Answer—(
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- an initial state entered on launching of the desktop and ending when an invitation is received and accepted from a session;
- a connecting state between acceptance of the invitation and when the appropriate media clients have been set up and media channels established to the session transport;
- an established state made up of a routing sub-state lasting whilst a CSR is being found and invited into the session, and a conversing sub-state lasting whilst the customer and CSR are both connected to the session (the leg messages only report the established state and not its sub-states);
- a disconnecting state, and
- a final state.
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- an applet-based customer desktop (“ACD”) implemented, for example, using Java applet technology; the ACD requires downloading to the customer endpoint system and carries out media channel processing on the customer desktops; and
- a proxy-using customer desktop (the “Lite” customer desktop, LCD because no download or extensive processing is required on the client side, the processing being done in a proxy provided in the SMS 67).
Applet Customer Desktop (ACD)
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- Customer identifier.
- Nickname (from the form filled in by the customer prior to desktop launch).
- Language the customer requested to receive service in.
- Address of the communication session associated with the call.
- The response to be given when challenged by the TCGC upon joining the session.
- The media description for the given session.
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- [1] When the customer is browsing the Web and requests help, if the customer selects the deferred callback option from the Help web page, a further web page is served by the
SMS 67 for the customer to enter his or her telephone number, the callback delay, and other items of information. This form is then submitted back to the SMS. - [2] The details are extracted from this form and used as the initiation context for creation of a new session and corresponding deferred-rendezvous service instance in the same general manner already described above with reference to
FIG. 6 . - [3] At this time, the service instance does not seek to populate the session but, instead, returns a secret identifier to the SMS that uniquely identifies the service-instance/session. The customer information is stored with the session. Preferably, the session does not initiate the creation of a session transport at this time (this can be achieved by designing the generic session such that it only requests session transport creation after the receipt of the first Add operation request from the corresponding service instance).
- [4] The customer is then returned an HTML page by the
SMS 67; in essence, this page instructs the customer “Go to this “rendezvous” page, bookmark the page, and when you receive your callback telephone call, go to the book-marked page”. Assuming that the customer follows the instructions, the customer then goes to the rendezvous page and bookmarks it (that is, stores the URL—or more generically—the URI of the rendezvous page as indicated by bookmark111). Loading the rendezvous page (which is served by the SMS) causes a “cookie” to be set on the customer's machine in respect of the rendezvous page. As is well known to persons skilled in the art, a “cookie” permits name/value pairs to be encoded in an HTTP response header sent from a Web server to a Web browser, and the browser will normally (this capability can be turned off) store these values in a file for a period of time specified in the cookie; during this period, any request for the page in respect of the which the cookie was created will result in the cookie being returned to the server in the HTTP page request message. In the present case, the cookie includes the secret session identifier passed to the SMS by the deferred-rendezvous service instance. This happens transparently to the customer though the identifier could also/alternatively be explicitly displayed (or otherwise presented) to the customer. - [5] The
service instance 26 also places the deferred rendezvous request in alist 110 of pending callback requests, the request entry in the list including the session identifier and desired callback time. This list is periodically scanned by a rendezvous monitor daemon running on the CSM as indicated byarrow 112. - [6] When the rendezvous monitor recognises that it is time to initiate callback, it notifies the corresponding service instance.
- [7] The
service instance 26 now uses the services of the contactcenter management system 72 to identify an appropriate CSR having regard to the details previously elicited from the customer (deferred rendezvous contacts will generally be given priority over normal customer assistance requests). - [8] The service instance then causes the
session 11 to invite the identified CSR into the session (thereby triggering creation of the session transport). The CSR accepts, fully joining the session and connecting to the session transport. - [9] The service instance then uses the standard functionality of the contact
center management system 72 to place an outbound telephone call to the customer at the telephone number previously provided by the customer and stored with the session. At the contact center, the call is routed to the selected CSR. - [10] When the phone rings, the customer goes to the previously bookmarked rendezvous web page which results in the cookie stored on the customer's machine being returned to the SMS (it may be noted that by appropriately setting a parameter in the HTTP header in the Response message that previously served the rendezvous page, it is possible to ensure that the page is re-loaded from the SMS rather than retrieved from a local cache on the customer's machine).
- [11] Either immediately, or after the customer has clicked a connect button on the rendezvous page, a script on the SMS extracts the secret session identifier from the returned cookie and informs the corresponding service instance that the customer has made contact.
- [12] The service instance then proceeds to join the customer to the session in the manner already described (c.f.
arrow 51 inFIG. 6 ) with appropriate media interfaces being created on the customer's desktop and connected to the session transport.
- [1] When the customer is browsing the Web and requests help, if the customer selects the deferred callback option from the Help web page, a further web page is served by the
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- [1] When the customer makes a telephone call to a contact center, a CSR is allocated to the call by the management system according to any appropriate set of criteria.
- [2] As the CSR converses with the customer over the telephone, they agree that it would be useful to supplement the telephone channel by adding a web based communication for page push or chat. At this point the CSR clicks on a “Rendezvous” button on the CSR desktop which returns a session name (handle) and a password for the CSR to give to the customer (the session name concerns a session yet to be established and is not an identifier of an existing session). In the preferred embodiment of the service, the session name is simply the CSR's local name. The session password is generated dynamically by the
CSM 69 as a one-time ticket in response to a request received from the CSR desktop as a result of the clicking of the Rendezvous button. This request also includes the aforesaid session name, and the session-name: password pair are stored on the CSM in alist 115 associated with the generic service. The password takes the form of a short string of digits which can be read out to the customer over the telephone. - [3] Using the telephone channel, the CSR now instructs the customer to go a Rendezvous page associated with the service (this page being one served by the SMS 67) and enter the session name and password into an HTML form.
- [4] When the form is submitted the two pieces of information (session name, password) are extracted by a script running on the SMS and passed to a newly created service-specific session-initiation instance running on
CSM 69. The session initiation instance checks the session name and password against the storedlist 115 of such pairings and if this check is passed, the session initiation instance uses the session routing function to create a new session and corresponding service instance to which it hands over control. - [5] The customer is then invited to join the session in the manner already described above (
c.f arrow 51 inFIG. 6 ). - [6] At the same time the CSR is also invited to join the session. The CSR is known to the service instance because this is one of the pieces of information returned by the customer (as the session name) to the SMS and passed, via the session initiation instance, to the
service instance 26. Of course, there will generally be a step of mapping the CSR name as provided in the returned session name, to the operative identity of the CSR's system (this identity could be stored in the list of session-name: password pairings, the identity being provided by the CSR system when initially contacting the CSM for the password).
-
- [1] One person in the group (“the leader”) selects the “Shop with Friends” option on a web page on the
enterprise server 64. This results in service-specific pages being served from theSMS 67 to capture basic context details. - [2] A new session and associated service instance are created by the
CSM 69 and a session transport established, all in the same general manner as previously described. - [3] The leader is then joined to the session.
- [4] During the session setup a secret session identifier in the form of session name/password text strings is created, either by the service-specific web pages served by
SMS 67 or by theservice instance 26 itself. The secret identifier is stored, for example, on CSM 769 in alist 120 for such identifiers, and also communicated to the group leader. - [5] The leader now communicates the secret identifier to all the other group members in any suitable manner, for example by e-mail, by an instant messaging service, by telephone, or by using a pre-arranged group page (pass-worded) where group members can meet and swap information using simpler tools.
- [6] When a group member receives the secret identifier, he or she goes to a specific web page hosted by the Session Mediation Server and submits the secret identifier (session name and password).
- [7] The submitted session identifier is checked against the stored secret identifiers and if a match is found, the corresponding service instance (identified through the session name included in the secret identifier, possibly with a level of indirection) is informed.
- [8] The group member is then invited into the session in the manner already described, resulting in the loading of the customer desktop and joining of the session.
- [1] One person in the group (“the leader”) selects the “Shop with Friends” option on a web page on the
-
- the customer desktop to destroy the leg controller associated with the previous page, and
- the SMS, in inviting the party to join the session associated with the new page, to serve only that information necessary to cause the creation of a new leg controller for contacting the corresponding leg controller of the session concerned.
-
- [1] The CSR enters the trigger criteria to be met (in this case, ‘gold’ customers viewing page 124).
- [2] A ‘gold’ customer lands on
page 124 resulting in the page ID and the customer's related cookie being passed to the SMS where the customer's identity is extracted and passed with other context data to theCSM 69 - [3] A session initiation instance associated with the page and customer then accesses
customer profile database 39 to extract customer data (including ‘gold’ status); the accessing ofdatabase 39 can alternatively be done by theSMS 67. - [4] The session initiation instance routes the customer to the appropriate page service instance and the customer is added to the associated session in the manner previously described.
- [5] Upon the session and its associated service being notified that the customer has successfully joined the session and session transport, the service instance notifies the real time database that the identified customer with particular attributes (in this case, including ‘gold’ status) has joined the session for page 124 (identified by an appropriate attribute such as its URL, page title, etc.). A corresponding entry is made in the database, this entry preferably being scanned by
process 128 at this time for a match with any of the alert triggers 126. Alternatively, theprocess 128 scans the new entry as part of a periodic scanning of the triggers currently in the database. Upon a trigger being matched, theprocess 128 notifies the CSR concerned and also marks the database entry with the fact that this CSR has been notified (in order to avoid repeat notifications on the same trigger). - [6] The CSR, on receiving the notification from the alert system, decides to join the session concerned and sends a join request to the associated service instance (the session identity is passed to the CSR as part of the notification). The join request can be passed via the SMS or via a CSM message interface that gives CSRs a more direct access to the service instances. The service instance then initiates the joining of the CSR to the session after which the CSR can communicate with the customer using the established media channels.
-
- [1] CSR requests the session-overview web page using the CSR desktop browser; overview sub-system returns the overview page for viewing by the CSR.
- [2] The CSR decides to join one of the listed sessions and clicks on the session concerned. This results in an identifier of the session being passed via the SMS to the CSM together with an identifier of the CSR.
- [3] The CSR is then joined to the indicated session in the normal way.
-
- Detecting the presence of profanity or abusive terms and phrases.
- Detecting the transmission/sharing of undesirable material or references to such material.
-
- Call duration.
- CSR performance in terms, for example, of speed of response to customer's inputs. i.e. some measure of time between receiving content on a channel and responding to it.
Claims (20)
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GB2368224B (en) | 2004-08-25 |
US20020055974A1 (en) | 2002-05-09 |
GB2368224A (en) | 2002-04-24 |
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